Goal 1

Goal: Build an inclusive, customer centric-culture

that shapes how services are designed, developed, and delivered, and responds to Institute goals, solves problems, and drives customer success.

Objective 1:

Be a trusted partner through transparency and clear articulation of all services along with their purposes, intended uses, expected availability, support level, access requirements, lifecycles, deprovisioning conditions and plan, in a standard format to allow for better adoption.

  • Strategy1: Publish and communicate a comprehensive service catalog. 
  • Strategy 2: Develop a clear and repeatable process for publishing knowledge offerings and disseminating service resources to be leveraged by traditional and non-traditional students, faculty, researchers, staff and Institute partners.
  • Strategy 3: Anticipate, formulate, and promote asynchronous, readily available end-user learning opportunities to drive tool and service adoption, and raise awareness of productivity platforms and mainstream tools across the learning ecosystem for faculty, staff, and students.
  • Strategy 4: Create a technology support and coordination network (could be standalone committee or subcommittee of an existing network via OneIT) to increase levels of community trust by actively seeking input, engagement, and involvement in decision-making, and creating a model of open continuous improvement for the GT IT community.

Objective 2:

Develop OIT marketing, communications, and business relationship management initiatives - focused both within and outside Georgia Tech - to raise awareness of learning and partnership opportunities, solicit and leverage community feedback for continuous improvement, and drive thought leadership.

  • Strategy 1: Update the IT Marketing and Communications program strategy to include and define intersects and interdependencies between BRM and Digital Business functions.
  • Strategy 2: Create and implement a web strategy with clear lanes for content that exists on OIT's website and content that exists within ServiceNow; with deep links from OIT's website to resources in SN.
  • Strategy 3: Create and implement a communications plan to continuously promote, evangelize, and collect feedback on technology and data service offerings to students, faculty, researchers, and staff.  Also, incorporate benchmarking data as provided by professional associations to help inform performance as compared to other organizations and industry trends.
  • Strategy 4: Create and implement a permanent organizational change management mechanism within the communications program to improve organizational readiness, awareness, and adoption of new and enhanced technology solutions.
  • Strategy 5: Create and implement a strategy for leveraging data (Including portfolio/project, service, and team data) across OIT to tell a larger story about the unit's organizational performance.
  • Strategy 6: In a secure fashion, create a hub with information designed to increase availability and awareness of applied, technical, and historical knowledge across the community.
  • Strategy 7: Develop a strategy to build relationships and partnerships with external organizations including other higher-ed, government, and both for-profit and non-profit institutions.
  • Strategy 8: In partnership with SGA/GSS form Student Advisory Council to advise and provide feedback to both OIT and distributed IT.